Jubilee Insurance Jobs

4. Accounts Executive – Medical Department Finance - Ref: HRJIC251

We currently have an exciting career opportunity for Accounts Executive. The post holders will
report to the Underwriting Manager-Medical Department and will be based in the Head Office.

Role Purpose
To build, maintain and grow the relationship with the clients and brokers by meeting their
expectations.

Ensure world class customer service, support and managing all aspects of client
servicing to new and existing groups throughout the lifecycle of the allocated JIC client.

This should result not only in the meeting of the set retention rates and increased profitability for the portfolio allocated but also growth of the same through upselling of benefits, proper loading and claims control

Responsibilities
1. Proactively manage a portfolio of allocated schemes by retaining, maintaining, increasing
premium & lives volume through organic growth and selling additional benefits and enhancements
2. Provide a dedicated and comprehensive service to intermediaries/clients, acting at all
times as the primary point of contact between client/broker and JIC and deliver the
highest level of customer care to ensure that expectations are met and exceeded.
3. Organize and attend meetings with clients/intermediaries on time. Make loyalty calls to clients/ intermediaries and ensure they are happy satisfied and timely feedback is
provided. Take minutes which include action and TAT and circulate to all attendees and
Team Leader. Identify service gaps and address the same. Ensure all required action as
agreed is acted upon correctly and in a timely manner.
4. Ensure clients are provided with correct quotes for new and existing business, revisions
are prompt and in accordance with their specific requirements and JIC renewal and risk
strategy. Handle renewal process and secure the renewals of schemes assigned. Ensure
renewal terms are signed off and discussed with the Underwriting manager & dispatched
as per process.
5. Ensure smooth client journey by liaising closely with specific teams to ensure that all
client debits/credits/cards/documents are issued correctly and dispatched promptly and
all requirements are met. Queries answered as per defined criteria, within set TATs for
smooth client journey. Monitor progress of all/any improvements agreed upon with
client and to be implemented by JIC.
6. Assisting other related teams in getting information needed for any pending action for
claims, membership, cards etc. and ensuring that all actions are carried out within
required TATs. Ensure reports/documents are verified and sent regularly and that SLA
deliverables are met at all times
7. Respond to all incoming calls, letters, emails from clients/brokers within set TAT's and
attend to walk in clients promptly and professionally. Ensure complaints are dealt with
promptly and pro-actively by maintaining an issues/complaints log to track so that gaps
can be identified and solutions found.
8. Ensure accurate and timely setting up and management of membership details in
Actisure for scheme allocated. Client data base should be up to date, clean and correct at
all times.
9. Ensure Client/brokers can reach you at all times and when not able to take their calls,
calls are returned promptly.
10. Provide the necessary support to intermediary by training them on the medical products
where required.
11. Keep clients up to date with relevant matters (email shots, updates) and information
relating to health or Jubilee Insurance.
12. Active lives and premium account reconciliation. Ensure active list is sent regularly to client for verification. Support on premium and excess collection in order to prevent
client going into suspension.
13. Investigation of issues, and an ability to recognise trends of issues and where other
processes are going wrong – being proactive in recommending solutions. This requires
some business acumen. The team member will be expected to take ownership and seek
to resolve queries from business customers. Achieve customer focused decision making
using judgment skills and utilising agreed authority levels.
14. Timely attendance to all relevant internal meetings as invited/requested and phone calls
are not taken unless emergency calls.
15. Generate correct and complete monthly/quarterly and annual portfolio performance
reports.
16. Obtain group claims experience regularly to monitor claim trends and provide the same
to client as per SLA, after verifying correctness and effective communication of data
provided.
17. Ensure that groups are advised immediately members reach 75% claims balance or
exceed limits and that member statements go out on a regular basis as per client
requirement.
18. Prepare and conduct member satisfaction surveys as and when requested/necessary to
get feed-back and retain client.
19. Ensure quality standards set are adequately followed.
20. Gain comprehensive understanding of the JIC medical division process including
DME/MMOL.
21. Gain comprehensive hands on knowledge of Actisure, understand the system and be
conversant enough to be able to pick up issues and mistakes and get maximum output
from the system.
22. Immediately bring to IT/Actisure team any system issues that crop up and escalate to
team leader if not resolved within 5 working days.
23. Extend and participate in the pursuit of all new business securing activities as directed by
manager.
24. Back up team members as allocated and support business development team asmay be
required.
25. Build and maintain cohesive relations with other divisions and colleagues at the medical
department.
26. Support and encourage team spirit by skills, experience and knowledge sharing.
27. Taking part in other projects to gain all round knowledge of JIC and contribute in noncore
responsibilities.
28. Be aware of any regulatory/legal changes affecting clients. Ensure all JIC – Know Your
Customer, IRA and government regulations/rules are complied with.
29. Ensure full compliance with the Jubilee Insurance non solicitation policy which prohibits
the earning of any type of fee through third party channels.
30. Be fully committed and dedicated to personal development and growth, working
towards the achievement of targets on agreed periodic basis.
31. Protection of the company's data base, IP, strategy and secrets, sensitive client and client
medical information remains confidential and which may not be discussed with anyone
outside JIC.
32. Attend training programs, workshops and seminars as directed by Management.
33. Ensure unethical ways, means and behavior of other team members are appropriately
reported to the manager.
34. Support duties for the underwriters as directed by Underwriting Manager.
35. Any other duties that may be assigned by the management

Qualification and Experience
1. University Graduate in business related degree (Bcom/Finance/Business Administration
/Insurance Option/Marketing, or economics.
2. Proficient in the use of Microsoft office suite & packages (word, excel,
3. PowerPoint and vision).
4. Professional insurance qualifications - CII an added advantage.
5. COP (Medical & Gen Paper).
6. Knowledge of Actisure package - added advantage

Functional Skills
1. Health Benefits Plan Management.
2. Database Administration
3. Strong IT Skills.
4. Customer Service.
5. Policy Processing.
6. Presentation Skills.
7. People management skills of both external and internal partners

Relevant Experience

2 years’ experience in related field.

Experience in handling SME/Corporate clients/portfolio is a preferred.

For more information and job application details, see; Jubilee Insurance Jobs in Kenya

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